Manager, Telecommunications & Call Center Operations

About The Oncology Institute of Hope and Innovation
Founded in 2007, The Oncology Institute of Hope and Innovation (TOI) is advancing oncology by delivering highly specialized, value-based cancer care in the community setting. TOI is dedicated to offering cutting-edge, evidence-based cancer care to a population of more than 1.5 million patients including clinical trials, stem cell transplants, transfusions, and other care delivery models traditionally associated with the most advanced care delivery organizations. With 80+ employed clinicians and more than 600 teammates in 50 clinic locations and growing, TOI is changing oncology for the better. For more information visit www.theoncologyinstitute.com.

Job Description

Manager of Telecommunications and Call Center Operations

Purpose of Job:

The Oncology Institute is looking to hire a hands-on Manager of Telecommunications and Call Center Operations to join our growing team. The Telecommunications and Call Center Manager is the leader responsible for managing the telecommunications systems, circuits, vendors, contracts and supporting technologies. The Manager of Telecommunications and Call Center Operations, supported by Director of IT, will interact cross-departmentally to plan and deliver effective telecommunication services to support both internal business call center teams as well as regular telephony users.

We are biased towards action, and your actions will matter. We are looking for candidates who are passionate about delivering consistently great experiences within our growing IT team. Good work will improve our patients and co-workers lives.

Location:

This position can be done either as a hybrid role, partially in our Cerritos, CA office, or remotely from anywhere in the continental United States, if the candidate is willing to travel once per month for approximately three days, to Cerritos, CA.

Responsibilities:

• Responsible for the architecture, configuration, deployment, and troubleshooting operations of enterprise telecommunications and contact center functionality in an UCaaS environment.
• Technical Lead for all Call Center/Telecommunications project migrations, enhancements, Agent solutions, overflow outsourced options, and voice flow options.
• Subject Matter expert for all voice and contact center related solutions.
• Design, develop, and implement documentation systems.
• Monitor status of provider support escalations to ensure timely resolution of issues.
• Take initiative where necessary to help ensure high quality and service to the business.
• Mentor other team members for growth of skills and engagement.
• Lead through team members to deliver results.
• Support our supportive and inclusive culture while driving excellence in execution.
• Ensure the efficiency, reliability and security of the telecommunications solutions.
• Ensure enterprise telephony performance meets stakeholder requirements for a 24/7 support structure.
• Respond to and resolve all issues with enterprise solutions to ensure the highest level of availability possible.
• Work with new and existing partners and vendors to form relationships that foster technology growth and maturity while remaining a steward of the budget.
• Follow TOI’s technology delivery practices, standards, project management disciplines.
• Communicate status updates with key stakeholders during outages.
• Be flexible. Be willing to learn. We’re growing and we need you to grow with us.

Experience, Education, and Qualifications:

• Bachelor’s Degree in Network, Telecom or Management Information Systems or equivalent work experience with 6+ years of progressive experience in enterprise infrastructure operations.

• 1-3 years of Leadership experience as Manager, Technical Manager, Lead Engineer or Lead Analyst. Or equivalent leadership responsibilities.

Knowledge, Skills & Abilities:

• Willing and able to be hands on when appropriate. Also willing and able to leverage 3rd party technical resources when appropriate.
• Able to explain call center concepts to non-technical users, and help non-technical users achieve success using a modern call center platform.
• Experience implementing/managing/supporting telecommunications and Contact Center needs in an UCaaS environment (88 preferred but RingCentral and other cloud-based solutions are acceptable).
• Knowledge of core networking concepts (TCP/IP, LAN/WAN, Switching, Routing).
• Ability to create user accounts and assign queues and skills within the call center application.
• Ability to troubleshoot dial plans and call flow logic.
• Experience documenting enterprise-scale telecommunication environments.
• Experience in call routing and reporting capabilities
• Experience working with telecommunications providers to troubleshoot and resolve issues with circuits.
• Demonstrate proficient troubleshooting skills to provide resolution to incidents and problem management projects.
• Understanding of HIPAA compliance
• Ability to travel 10% both locally via automobile and out of state when required

Salary Range Estimate: $110,000 – $140,000 plus bonus

The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine actual salary may include location, your specific skills, how many years of experience you have and comparison to other employees already in this role.